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Acting as both the first point of contact and a problem solver, you will assess and address client inquiries efficiently, providing technical assistance, troubleshooting issues, and escalating complex cases when necessary. Maintain and support client technology assets, including servers, clients, printers, wireless hardware, and network infrastructure.

<h1>Position Overview</h1><p>As a <strong>Technical Support Specialist I</strong>, you will play a vital role in delivering exceptional technical support to our clients. Acting as both the first point of contact and a problem solver, you will assess and address client inquiries efficiently, providing technical assistance, troubleshooting issues, and escalating complex cases when necessary. Your responsibilities will include remote troubleshooting, incident management, proactive maintenance, and ensuring effective communication between clients and our company.</p><h1>Essential Duties & Responsibilities:</h1><p><strong>Client Support & Coordination:</strong></p><ul><li>Serve as the first point of contact for clients seeking technical support via phone, email, and web platform</li><li>Assess client needs quickly and efficiently, providing immediate resolutions when possible or routing to the appropriate technician</li><li>Create, track, and manage service tickets using a service desk ticketing system</li><li>Maintain service level agreements (SLAs) by tracking engagement and ensuring timely responses</li><li>Follow up with clients to confirm issue resolution and track service delivery success</li></ul><p><strong>Technical Support & Troubleshooting:</strong></p><ul><li>Deliver technical support across multiple clients, understanding diverse IT environments</li><li>Utilize remote desktop tools and troubleshooting techniques to diagnose and resolve issues efficiently</li><li>Perform quick service tasks (e.g., password resets, filtering rule changes) with appropriate training</li><li>Install, configure, and upgrade software and hardware components</li><li>Provide proactive maintenance, monitoring systems to prevent potential issues</li><li>Maintain and support client technology assets, including servers, clients, printers, wireless hardware, and network infrastructure</li></ul><p><strong>Incident & Service Management:</strong></p><ul><li>Log, categorize, prioritize, and diagnose incidents while providing workarounds when necessary</li><li>Escalate complex technical issues to higher-tier support teams</li><li>Track progress between service teams to ensure quality and timely follow-ups</li><li>Process service and change requests for new users, terminated users, and organizational changes</li></ul><p><strong>Training & Communication:</strong></p><ul><li>Maintain accurate documentation of incidents, problems, and resolutions</li><li>Assist in developing technical standards and workflows</li><li>Train end-users and prepare training materials on hardware and software usage</li><li>Provide guidance to clients on new systems, software, and IT best practices</li></ul><h1>Preferred Skills:</h1><ul><li>Experience in a help desk, service desk, or technical support role; MSP experience preferred</li><li>Strong knowledge of systems, software, and hardware troubleshooting</li><li>Familiarity with Active Directory and ticketing systems</li><li>IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus</li><li>Strong customer service and troubleshooting skills</li><li>Ability to communicate effectively, both verbal and written, with diverse individuals at all levels</li><li>Resourceful, self-starter, and productive in a fast-paced, entrepreneurial environment</li><li>Inquisitive mindset with a passion for learning and applying new technologies</li></ul><h1>Additional Requirements:</h1><ul><li>Must possess a valid driver’s license and have reliable transportation, as travel to client sites may be required</li><li>Must be able to lift up to 50 lbs. as needed for hardware installations</li></ul><h1>What's in it for You?</h1><ul><li>Opportunity to work with a rapidly expanding tech company in the booming fields of IT and Analytics / AI, alongside some of the brightest in the industry</li><li>Opportunity to work with cutting-edge technology in an engaging, fun environment</li><li>Opportunity to be a part of a local company committed to making a difference in our community</li><li>Free snacks and an unlimited supply of coffee</li><li>Social events such as happy hours, game nights, holiday parties, ice cream sundae bars, fancy coffee carts, company softball team, company bowling team, etc. </li><li>Competitive salary and benefits package including health, vision, dental, and life insurance</li></ul>

Aunalytics

Technical Support Specialist

Artificial Intelligence (AI)

Best Practices

Change Requests/Orders

Communication Skills

CompTIA A+

CompTIA Network+

Customer Escalations

Customer Relations

Customer Support/Service

Customer/Client Research

Desktop Administration

Desktop PC

Develop and Maintain Customers

Documentation

Driver's License

Entrepreneurship

Establish Priorities

Hardware Components

Hardware Installation

Hardware Upgrades

Help Desk

Identify Issues

Incident Management

Information Technology & Information Systems

Leading Edge Technology

Lift/Move 50 Pounds

Microsoft Active Directory

Microsoft Product Family

Network Administration/Management

People Management

Printers

Problem Solving Skills

Project Tracking

Resolve Customer Issues

Service Delivery

Service Level Agreement (SLA)

Software Administration

Software Configuration Management

Software Upgrades

Standards Development

Technical Delivery

Technical Support

Technical Training

Time Management

Willing to Travel

Wireless Hardware

partner Hirebridge

Our Managed Services Engineers ensure client satisfaction, drives service excellence, oversee delivery of technical services, and act as the main escalation point for unresolved technical issues. Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting.

<h1>Position Overview</h1><h1 style="color:#004179;margin:0.25in 0in 0in;font-size:16pt;font-family:'khand medium';font-weight:normal;letter-spacing:0.4pt;line-height:24.5333px">As a Managed Services Engineer, you will be the primary technical and relationship lead for assigned clients within Managed IT Services. This role combines advanced technical support, a deep understanding of client environments, and proactive service delivery management. Our Managed Services Engineers ensure client satisfaction, drives service excellence, oversee delivery of technical services, and act as the main escalation point for unresolved technical issues.</h1><h1>Essential Duties & Responsibilities:</h1><p><strong>Provide Multi-Client Support</strong>:</p><ul><li>Deliver first class technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices</li><li>Work closely with clients to identify their needs and ensure client satisfaction</li><li>Perform systems management for on-premises and cloud-based servers, including patch management, system monitoring, proactive and reactive troubleshooting</li><li>Implement, maintain, and support networks, including switches, routers, firewalls, and other network devices</li><li>Provide Tier 2 escalation support for Service Desk and Managed Services incidents, service requests, and changes </li><li>Respond to and troubleshoot network outages, anomalies, issues, and challenges as they arise</li><li>Document, track, and monitor problems to ensure a timely resolution</li><li>Travel to remote sites as needed and on a rotational basis to provide excellent support solutions to business needs (including after hours or as needed) </li><li>Provide on-call support as needed (including after hours on a rotational basis) </li><li>Serve as a mentor and trainer to members of the Service Desk</li></ul><p><strong>Manage Incidents</strong>: Log, categorize, prioritize, and diagnose incidents. Provide workarounds where necessary and escalate complex issues to the appropriate team.</p><ul><li>Analyze system logs and identifying potential issues with computer systems</li></ul><p><strong>Conduct Proactive Maintenance</strong>: Monitor client systems for potential issues and conduct preventive maintenance to ensure smooth operation and prevent problems before they occur.</p><ul><li>Maintain / support client technology assets including; servers, clients, printers, wireless hardware, and voice/data wiring </li><li>Participate in after-hours maintenance windows</li></ul><p><strong>Maintain Communication and Documentation</strong>: Serve as the bridge between clients and our MSP, ensuring effective communication of issues, solutions, and updates. Keep accurate records (documentation) of all incidents, problems, and resolutions.</p><ul><li>Assist in developing technical standards and workflows</li><li>Train end-users and prepare training materials on hardware and software use</li><li>Provide guidance and training to clients on new systems, software, and best practices for IT usage.</li></ul><p><strong>Uphold Service Level Agreements (SLAs)</strong>: Ensure that support services meet the defined SLAs, aiming to achieve and maintain high levels of client satisfaction</p><p>Other duties as assigned </p><h1>Required Skills:</h1><ul><li>3-5 years of experience working with servers, networks, desktops, laptops, and troubleshooting networked environments </li><li>Experience working in a help desk/ end-user/ desktop support environment; MSP experience preferred</li><li>Strong background in Microsoft Office 365 </li><li>Experience with Active Directory, software installation/removal, data backups/restores, antivirus/firewalls/security, Internet/networking/wireless connectivity </li><li>Experience working with Citrix and Remote Desktop Services</li><li>Experience with remote access, UPS's, print servers and printer maintenance and repair </li><li>Experience AutoTask a plus</li><li>Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations</li><li>Excellent interpersonal, written, and verbal communication skills required</li><li>Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines </li><li>Share our values:  growth, relationships, integrity, and passion</li></ul><h1>What's in it for You?</h1><ul><li>Opportunity to work with a rapidly expanding tech company alongside some of the brightest minds in the industry</li><li>Opportunity to work with cutting-edge technology in a casual, fun environment</li><li>Opportunity to be a part of a local company committed to making a difference in our community</li></ul>

Managed Services Engineer

Antivirus

Citrix Product Family

Cloud Computing

Computer Systems

Customer Satisfaction

Customer Training

Data Recovery

Database Backup

Delivery Management

Desktop Environments

Electrical Wiring

Engineering Management

Firewalls

Internet Security

Interpersonal Skills

Laptop PC

Maintenance Services

Management of Information Systems/Technology (MIS)

Mentoring

Microsoft Office

Microsoft Remote Desktop Services (fka Terminal Services)

Needs Assessment

Network Connectivity

Network Routers

Network Support

Network Switching

On Call

Presentation/Verbal Skills

Preventative Maintenance

Print Server

Remote Access

Server Maintenance

Software Installation

Software Patches

Systems Administration/Management

Systems Analysis

Training/Teaching

Voice Hardware

Wireless Communications

Writing Skills

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Technical Support Specialist Aunalytics

Managed Services Engineer Aunalytics

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